“Unknown User Error” when joining a session

There is an intermittent problem where a user cannot access a Collaborate session and the following error is displayed:

Connection failed

Unknown user “{your username}”

Try again?

We suggest first trying logging out of Blackboard and restarting the browser.

If this does not work you will need to remove the .collab files from previous meetings.

Clear your browser cache
Chrome & Internet Explorer
Go to your Downloads folder and delete all the files ending in .collab, then join the session again.